Call Center Representative

The Customer Service Representative has many layers and components as we are heavily integrated with each function in Fiscal Intermediary Processing & Support Services and the company as a whole. Working with a high volume of inbound and outbound calls, we are the “face and voice” of the company and as such; are first to hear of problems needing resolution; providers of program related resource information; and liaisons to other departments within the company. 

• Call center and phone customer service experience highly preferred
• Bilingual preferred: Fluent in English and all languages  
• Stoughton office location
• 3 months required in person for training, hybrid after training
• Full time, 35 hours a week
• Monday - Friday, 8:30am - 4:30pm

Essential Functions

• Answers consumer inquires by utilizing multiple modules and programs to assist in first call resolution
• Ability to learn, retain, and apply information based on training materials, which support program related topics
• Liaison to other departments within the company

Competencies

• Ability to multitask
  • Speak on call while reading notes
  • Utilize appropriate modules for research purposes
  • Engaging the caller while researching
  • Notation during the call
• Professional, friendly and understanding of the consumer’s situation
• Attentive to details
• Ability to work efficiently as a team player
• Ability to work independently
• Working ability to problem solve 
• Punctual and dependable

Preferred Experience

• Call Center and customer service experience highly preferred
• Bilingual a plus

Required Education

• High School Diploma or equivalent

Work Environment

• This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk and/or hear.  The employee is frequently required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Travel

• No travel is required for this position.

Other Duties

Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.